Trusting Air New Zealand with Your Data

We want to protect your privacy.

Privacy is about protecting your personal information from unintended use or disclosure. "Personal information" refers to any information which may be able to identify you or any other individual, such as names, data of birth, unique identifiers, passport numbers, itinerary details, passenger name record, phone numbers, IP addresses, email or other contact addresses. Privacy also considers other sensitive or special categories of personal information which may put you at risk if combined with your personal information, such as:

Physical or mental health

Race and ethnic origin

Religious beliefs

Biometric information (for ID purposes)

Trade union membership

Genetics

Sex life or sexual orientation

Criminal information

At Air New Zealand, we understand that you own your information and have entrusted it to us. We aim to protect your privacy and manage any other sensitive information we may have very carefully. We also try to limit our collection and use of it as much as possible.

To learn more about the lawful basis which we process your information, please click here.

How we collect, use and share your information

As an international airline, we need to collect personal information about our customers and passengers. We collect this directly from you and through some of our trusted third parties to provide you with the travel experience, products and services you request. How we collect your information will differ depending on the circumstances when we interact with you and the services or products you request. We may collect your information through one of our trusted third parties.

Here we explain how we collect personal information and what types of personal information we collect about you, how we use.

On the ground

While we love to transport you around the world in comfort and style, a lot of our work is done on the ground. As part of this, we have business activities where we collect personal information about you. This could include information you provide us directly or information collected that you have provided to other sources and have authorised to share with us. We use this information to provide the goods and services you request from us and to inform and improve our business operations.

Depending on the different goods and services you can request from us, and our different business activities, we may need to share your information with some of our trusted third parties. When this happens, we try to anonymise or de-identify and aggregate your information as much as possible and share only as much information as our partners need in order to try and protect your privacy.

Why we need to collect it

We want to provide you an enjoyable travel experience and help transport you around the world. To do this, we need to collect personal information from you so we can make bookings for your travel and other goods and services you request from us or our partners.

What we collect

We need your information to make bookings for you and make sure you get the goods and services you request. Information we collect for bookings include your name, date of birth, gender, contact details (e.g. phone, email), nationality, passport details, credit card and/or bank details, loyalty programme details (e.g. Airpoints™ number), flight and freight details, flight preferences, requests for travel related services, meal requests, special assistance requests and information about other people you are travelling with.

Usually, we collect this directly from you but we may also collect this through some of our trusted third parties if you have engaged with them as well, such as our partner airlines, Star Alliance, your employer (if you travel on a corporate programme), corporate travel arrangers, freight companies or travel agents.

How we use it

We may use your booking information in order to verify your identity and contact details if you contact us, to contact you about your booking, notify you of your flight information and manage any emergencies that might affect you, other customers or our employees.

What we share

We need to share some of your booking information with our trusted third parties in order to provide you the goods and services you request, such as our partner airlines, service providers, freight companies, travel agents, your employer (if you travel on a corporate programme) and corporate travel arrangers.

It is also possible we may need to disclose some information to meet any legal obligations we may have to any airport and aviation security agencies, law enforcement bodies or government agencies. When this happens, we are careful to make sure that this is both lawful and necessary.

Why we need to collect it

We want to provide you an enjoyable travel experience and help transport you around the world. To do this, we need to collect personal information from you so we can check you in and confirm your travel arrangements, as well as any other related goods and services you request from us or our partners.

What we collect

We need to your personal information to check you in and make sure you get the goods and services your requested from us. Information we need includes your name, passport details, contact details (e.g. phone, email), Airpoints number and baggage details. If you use an automated baggage drop, we may also collect your biometric image to match you bag to your passport. You may also choose for us to record your coffee/tea preferences when you check-into our Air New Zealand lounges.

Usually, we collect this directly from you when you use our kiosks, websites or mobile apps to check-in. Sometimes, we may also collect this through some of our trusted third parties if you have engaged with them as well, such as our partner airlines if you will be transferring from to an Air New Zealand flight and check-in with them first.

How we use it

We use your check-in information to verify your identity and confirm your bookings with us. We will also use this information to manage our baggage processes and identify your baggage. If an unaccompanied minor is travelling, we will also use this information to update their travel status for you and provide the travel assistance you requested.

We may also use your information to contact you about your booking, notify you of your flight information and manage any emergencies that might affect you, other customers or our employees.

What we share

We need to share some of your check-in information with our trusted third parties to provide you the goods and services you request, such as checking you in into flights you have booked with our partner airlines. We may also need to share some information to airport and aviation security and customs.

It is also possible we may need to disclose some information to meet any legal obligations we may have to any airport and aviation security agencies, law enforcement bodies or government agencies. When this happens, we are careful to make sure that this is both lawful and necessary.

Why we need to collect it

We want to keep our customers and employees safe and secure at all times. To do this we use CCTV monitoring to monitor and record suspicious behaviour and identify potential security threats.

What we collect

We may record images or videos of you using our CCTV cameras wherever you see signs in any Air New Zealand locations (in airports or elsewhere) telling you CCTV cameras are in operation.

How we use it

We use the CCTV footage to monitor and manage the security of our customers and employees, including identifying any potential threats to their safety. We may also use the footage to monitor the performance of employees, ensure regulatory compliance and manage emergencies which may affect our customers or employees.

What we share

We may need to share CCTV footage in some circumstances to assist government agencies, law and security enforcement authorities or airport and aviation security. When this happens, we are careful to make sure that this both lawful and necessary.

Why we need to collect it

We want to provide you the best service we can so we may record your calls with us so we can monitor employee performance and look for opportunities to improve our services. We may also use the information for assurances purposes.

How we use it

We use your information internally to monitor our performance and look for opportunities to improve for next time you might call.

What we share

We don't usually share our call records with anyone outside of Air New Zealand, but may need to disclose some information to meet any legal obligations we may have to any government agencies, law enforcement agencies and airport and aviation security agencies. When this happens, we are careful to make sure that this both lawful and necessary.

Why we need to collect it

We need to collect your information if you use our car valet services so we can provide you the services that you requested and look after your vehicle while you are away.

What we collect

When you use our car valet services we need to know your name and contact details (e.g. phone, email), your travel information and your vehicle details.

How we use it

We will use your information to ensure we provide the services you requested and take care of your vehicle as best we can. We may also use your information to contact you about your vehicle or the services you requested.

What we share

We don't usually share our parking records with anyone outside of Air New Zealand, but may need to disclose some information to meet any legal obligations we may have to any government agencies, law enforcement agencies and airport and aviation security agencies. When this happens, we are careful to make sure that this both lawful and necessary.

Why we need to collect it

We need to collect information relating to your shopping and retail transactions for our financial records and to complete any purchases you may make when you shop with us directly (in our Airpoints Store or Airpoints Mall) or when you shop with us indirectly (through rental agencies, travel insurance and other third parties we act as a sale agent for).

What we collect

We will collect information relating to your transaction, such as the total purchase amount, item, quantity and price of what you have bought. When you buy from us and we need to ship this to you, we will also need your name, a shipping address and contact information (e.g. email, phone). We may also collect your Airpoints number if you are paying using Airpoints dollars or your credit card details. We usually collect this directly from you when you shop with us online, onboard a flight or at one of retail outlets.

We may also collect this information indirectly from our trusted third parties when your shop with them. We collect information about your transaction, including how much the transaction was for, when and where you shopped, whether you used your Airpoints card or Airpoints credit card when you shopped and any other information you consented to being collected and shared with us from the third party.

How we use it

We use your information so we can process your purchase and provide you the goods and services you requested and maintain a record to meet our financial reporting obligations. We may also need to use your information to verify your identity if you contact us.

We may also use your transaction information to better understand what goods and services you like so we can serve you more relevant goods and services in the future. Where possible, we de-identify and aggregate data as much as possible and only keep identifiable information for as long as necessary.

What we share

In some cases, we will need to share your shopping information with some of our trusted third parties to complete your shopping purchases, such as shipping and freight companies and third party providers (e.g. rental agencies, travel insurance and other third parties we act as sales agent for). We need to share your information, we try to share only what is necessary.

It is also possible we may need to disclose some information to meet any legal obligations we may have to any airport and aviation security agencies, law enforcement bodies or government agencies. When this happens, we are careful to make sure that this is both lawful and necessary.

Why we need to collect it

We want to provide you an enjoyable travel experience and help transport you around the world. We record your compliments, complaints and concerns so we can monitor our performance, look for improvement opportunities and contact you if we need to.

What we collect

In addition to your compliment, complaint or concern, we may collect your name, contact details (e.g. phone, email) and any other information if you provide it to us, such as who were travelling with and your flight details. We only collect this information directly from you so if you do not want to share any information with us, you don’t have to.

How we use it

We only use this information within Air New Zealand so we can monitor our performance and look for opportunities where we can do better. We may also use your contact information to contact you about your compliment, complaint or concern.

What we share

We don't share your compliments, complaints or concerns with anyone outside of Air New Zealand. It is possible we may need to disclose some information to meet any legal obligations we may have to any government agencies, law enforcement agencies or airport and aviation security agency. When this happens, we are careful to make sure that this is both lawful and necessary.

Why we need to collect it

We need to collect, process and share additional information when you travel under a business, corporate or government travel program.

What we collect

In addition to booking and check-in information, we collect additional information relating to your travel when your travel under a business, corporate or government travel program. This includes your travel arranger details, business contact and cost centre details, preferences for hotels, rental cars and other related travel goods or services.

How we use it

We use your information to administer the business, corporate or government travel program you are travelling under, and to manage and provide any goods or service you request from us. We will also use any personal information you provide us to administer your Airpoints and Koru membership and status.

We may need to use your information to verify your identity if you contact us and provide assistance for any travel or travel related services you have arranged with us. We may also use your information to contact you, your employer and/or travel arranger about your booking and travel related services you have requested, to notify of you your flight information and manage any emergencies or disruptions which might affect you, other customers or our employees.

What we share

We may share your personal information with your employer and trusted third parties to provide you the goods and services you requested. This includes your travel arranger details, business contact and cost centre details, preferences for hotels, rental cars and other related travel goods or services. We may also need to share your information with our partner airlines and service providers to provide you all the travel related services you requested. When we need share your information, we try to share only what is necessary.

It is also possible we may need to disclose some information to meet any legal obligations we may have to any airport and aviation security agencies, law enforcement bodies or government agencies. When this happens, we are careful to make sure that this is both lawful and necessary.

Why we need to collect it

We want to give you the best experience we can online, on the ground and in the air. We collect your websites preference so we can provide you easy, quick and enjoyable online experience when you interact with us and to show you special offers we think you might find interesting and relevant.

What we collect

We may collect your name, contact details (e.g. email, phone) and flight details if you choose for our website to save your details for next time you book with us. We may also record what pages you visit and your online behaviours when you visit any of our websites.

How we use it

We use your websites preferences to continually improve our website so its quick and easy for you to use. We also want to make sure we are providing our customers relevant offers so want to understand your online behaviour and what offers you read more information about. We also provide some of this information to third parties to provide relevant content on our website and inform our sales and advertising operations.

What we share

We share your online preferences with a number of our trusted third-party marketing agencies so we can provide you offers that we believe you might interested in. We may also share information with sales, marketing and research agencies so we can better understand your preferences and any relevant trends. When we do this, we try to de-identify and aggregate your information as much as possible to protect your privacy.

Why we need to collect it

We want to give the best experience online, on the ground and in the air. We collect your information about your use of our apps so can provide you easy, quick and enjoyable travel experience when you interact with us and to show you special offers we think you might find interesting and relevant.

What we collect

We collect information relating to your Air New Zealand account, including your passport information, country of residence, user ID, name, payment card details (not including credit cards), conversations you may have with Oscar using the app and flight search information. We may also collect your location data if you allow us to so that we can show offers for travel related goods and services that may be in your location we think may be useful for you. The use of our app also means we record your booking history, booking references, check-in information, information about those you may be travelling with and unaccompanied minors. We may collect information about how you use and interact with us using our app using cookies and other similar technologies.

How we use it

We use information collected through our app to provide you the travel related goods and services you requested, to make it easier for you to manage your bookings, enable paperless check-in and boarding and administer your Airpoints and/or Koru membership accounts. We also use our apps to contact you and notify you of any potential travel disruptions or alerts that may be relevant to you.

We use the information about how you use and interact with our app to continually improve our app so its quick and easy for you to use and inform our internal customer, sales and advertising operations.

What we share

Our apps may also include third party cookies and tags which may collect your IP address, device ID, session ID, GUID, user ID, information about your Airpoints membership status and if you are a Koru member. This information is shared with some of our trust third parties for sales, marketing and data research agencies so we can better understand your preferences and any relevant trends. When we do this, we try to de-identify and aggregate your information as much as possible to protect your privacy.

It is possible we may need to disclose some information to meet any legal obligations we may have to any airport and aviation security agencies, law enforcement bodies or government agencies. When this happens, we are careful to make sure that this is both lawful and necessary.

Why we need to collect it

We collect information relating to you and your use of Oscar so we can provide you the travel assistance you request and continuously improve our operations and services.

What we collect

Oscar sometimes needs to collect personal information to verify who you are and provide you help. This includes your name, Airpoints account number, address, data of birth, membership status, email address, username and booking details. We try hard to request as little personal and sensitive information from you unless we need it, but will also collect any other information you provide in the conversations you have with Oscar. We record your conversations, as well as your IP address and session ID. If you are logged into your Air New Zealand account when you chat with Oscar, then we will also know your Air New Zealand account information and will be match your conversations against your account if we need to.

How we use it

We use your information to provide any help you request from Oscar. We also record your conversations for a short period of time in case Oscar need to share your conversation to one of our customer service representatives so our staff can quickly understand your issue and provide further assistance. Conversations are also used to continuously train Oscar so he can better learn how you like to interact with him and the best ways to respond and help you. We try to de-identify data as much as possible to protect your privacy when using your conversations to train Oscar.

What we share

We may need to share your information with a number of trusted third parties, such as partner airlines, Star Alliance, government and marketing agencies. This is to facilitate your travel with us or improve our services.

Oscar is hosted on several third-party platforms which means your conversations will pass through a third party, although they have contractually agreed not to track or store your information. Depending on how you have interacted with Oscar, your information will pass through either:

Google Assistance

Amazon Alexa or

Facebook Messenger

It is possible we may need to disclose some information to meet any legal obligations we may have to any airport and aviation security agencies, law enforcement bodies or government agencies. When this happens, we are careful to make sure that this is both lawful and necessary.

Why we need to collect it

We want to provide the best possible travel experience we can. That includes catering to your special dietary and medical requirements where we can by providing appropriate meals. In order to this we need to collect information which may be sensitive to you and reveal information relating to your dietary requirements, religious beliefs or medical needs.

What we collect

We try to ask for as little personal and sensitive information as possible while still being able to help you. This means we will collect information relating to the special meals that you require. We may also collect any information relating to your dietary or medical requirements or beliefs that you provide us.

How we use it

We only use this information to help you and provide you the special meals or assistance you request. We may also analyse this information to inform our operations whether we should change or expand some of our menus in order to better cater to our customers' requirements. When we do this, we try to de-identify and aggregate your information as much as possible to protect your privacy.

What we share

We may need to share information relating to your special meals with some of our trusted parties in order to facilitate your requests. This includes our partner airlines whom you may have also booked with through Air New Zealand, service providers and our suppliers with your consent.

Why we need to collect it

We want to provide the best possible travel experience we can. That includes catering to your special requirements where we can, such as providing special travel assistance. In order to this we need to collect information which may be sensitive to you and reveal information relating to your dietary requirements, religious beliefs or medical needs.

What we collect

We try to ask for as little personal and sensitive as possible while still being able to help you. This means we will also collect information relating to the special assistance that you require. We may also collect any information relating to your dietary or medical requirements or beliefs that you provide us.

How we use it

We only use this information to help you and provide you the special assistance you request. We may also analyse this information to inform our operations whether we should change or expand some of our services in order to better cater to our customers' requirements. When we do this, we try to de-identify and aggregate your information as much as possible to protect your privacy.

What we share

We may need to share information relating to your special requests with some of our trusted parties in order to facilitate your requests. This includes our partner airlines whom you may have also booked with through Air New Zealand, service providers and our suppliers with your consent.

Why we need to collect it

We want to give you the best experience we can online, on the ground and in the air. We collect your information about you in our surveys so we can better understand your travel experience and feedback and use this to improve our services and operations so we can provide you a better service next time.

What we collect

Our surveys can vary. Often, we give our Airpoints members the opportunity to complete a short survey once you have travelled with us. These surveys ask for your feedback about our lounges, crew, facilities, services and products. We might also ask you to disclose what age and income bracket you are in, gender, ethnicity, your closest airport, how long you have been in New Zealand and whether you want to be in the draw for a prize – if yes, we also need your email in case you are the winner. We will only collect your survey responses with your explicit consent. So, if you do not want to share this information then you don’t have to.

We also do a range of other surveys which can collect a range of different of information which can vary across each survey. We try to be as transparent as possible in our privacy notices for these surveys about what information we are collecting, how we are going to use it and who we may share it with. We often get sales, marketing and research agencies to analyse survey results. But, we try hard to collect only what we need and to de-identify and aggregate your information as much as possible to protect your privacy. We also try our best to only share the subsets of information we are interested in for analysis. Again, we will only collect and share your survey responses with your consent, so if you do not want to share this information then you don’t have to.

How we use it

We use survey results and analysis to inform our internal operations and customer services so that we can continuously improve and provide you a better travel experience next time you fly Air New Zealand as well as a more relevant range of goods and services.

What we share

We may share whatever survey information you provide us and consent for us to share. Who we may share your survey information with can vary across each survey, so its best you check the privacy notice of the surveys you complete for a clearer understanding of what we are sharing to who. We usually get sales, marketing and research agencies to analyse survey results. But, we try hard to collect only what we need and to de-identify and aggregate your information as much as possible to protect your privacy. We also try our best to only share the subsets of information we are interested in for analysis.

Why we need to collect it

We need to collect and share additional information to administer your loyalty programmes and memberships so you can earn Airpoints Dollars and Status Points. if you are travelling under one of our business, corporate or government travel programmes and provide additional travel related services your employer has requested.

What we collect

We need to collect your name, date of birth, address, email and phone number to register your membership. With your consent, we also collect information relating to your bookings [links to relevant section] and purchase history with our retail and service partners to administer the Airpoints that you earn. This information includes information relating any purchases you make using your Airpoints Membership, such as your Airpoints number, name, the date and time of purchase, the retailer you purchased from and how much your total purchase was. We may also record what types of goods and services you purchase at a categorical level e.g. Homeware, gardening, groceries or liquor.

How we use it

We use your information to contact you about your loyalty programme and membership details, to notify you of any relevant changes and show you special offers we think you might be interested in and administer your Airpoints or Koru memberships and transactions.

What we share

We share some of your information with our trusted third parties so we can manage your participation in our Airpoints and Koru membership programmes. This can include your name, data of birth, address, email and/or phone number to verify your identity, as well as your Airpoints membership number. These third parties include our partner airlines, retailers and service providers. We try hard to only share as little information as possible to administer your membership and reduce your privacy risks.

With your consent, we also share some of your transactional data with our partner retailers and service providers to give them insight into what goods and services our customers are interested. When we do this, we de-identify and aggregate as much information as possible to protect your privacy. We may also share this information with some of our third-party sales, marketing and research third party agencies so we understand what Air New Zealand partners give you the most value so we can improve our loyalty and membership programmes and make it more relevant for our customers.

It is also possible we may need to disclose some information to meet any legal obligations we may have to any airport and aviation security agencies, law enforcement bodies or government agencies. When this happens, we are careful to make sure that this is both lawful and necessary.

Why we need to collect it

Our people, Air New Zealanders drive us to be among the world's best, in all aspects of our operations. This means we want to recruit the best people, from all over the world to represent us and be the face of Air New Zealand wherever we are. To make sure our applicants are the right fit, we need to collect and process some of your information.

What we collect

We need to collect your name and contact details (e.g. email, phone) as well as information relating to your suitability to the role which you apply for. This includes your work history, evidence of your academic and professional certification, skills, talents, interests, experience and people you have nominated as your references. We usually collect this information directly from you, but sometimes you provide this information to a third party who will provide your information to us with your consent.

Depending on the role you apply for, we may also ask for your consent to run a background check, criminal history check, credit check, education or qualification check and/or medical check. We may also check your some of social networking profiles, such as LinkedIn.

How we use it

We use your application information to see if you are a good fit for the role you have applied for and for Air New Zealand. We think this is important to get right, since we want to recruit the best people for our organisation and make sure we will be the right fit for you too.

What we share

We will only share your information with the third parties with your consent for the purposes of carrying out background checks, criminal history check, credit check, education or qualification check and/or medical check. We will try to share as little information as possible so that we may communicate who you are and to verify your identity. This means we may share your information with law enforcement bodies, government agencies, your references, past employers, education and certification providers and medical practises.

It is also possible we may need to disclose some information to meet any legal obligations we may have to any airport and aviation security agencies, law enforcement bodies or government agencies. When this happens, we are careful to make sure that this is both lawful and necessary.

In the air

Why we need to collect it

We want to provide you an enjoyable travel experience and help transport you around the world. When you request entertainment on your flight bookings, we want to make we provide you entertainment that you will enjoy and is relevant to you so we you can have best experience in the air possible.

What we collect

We need to collect information from your inflight entertainment when you order any goods or services onboard so we can process your request and help you. We will also monitor your use of the inflight entertainment so we can understand what features are most relevant to you and what type of content you like to watch so we can improve our inflight entertainment system in the future. We also monitor your preferred setting preferences, audio and audio-visual preferences, playlists, Airpoints transactions and whether you were an Airpoints or Koru member. We do not collect or analyse your conversations using our chat function.

If you log into your Air New Zealand account using our inflight entertainment system, we will also collect any information you provide to be updated or corrected in the system.

If an unaccompanied minor is travelling, then we will also collect their information so we know to block adult rated content.

How we use it

We use your information to provide you the goods and services you order using our inflight entertainment system, such as food, beverages and merchandise.

We also monitor what content you watch and what features you use (e.g. chat) so we can understand what our passengers like so that we make sure our inflight entertainment system is relevant for you.

If an unaccompanied minor is travelling, we use their information (e.g. seat number) so we know to block adult rated content.

What we share

We need to share some of your information with our inflight entertainment system service provider so that we can analyse what content and features you liked the most so we can make updates to improve our inflight entertainment system. When we do this, we deidentify and aggregate your personal information as much as possible to try and protect your privacy

If you order goods and services from our inflight Air New Zealand shopping mall, we may also need to share some of your information with our service and retail partners and freight companies so we can complete your order and, if we need to, deliver it to you. When we need to do this, we only try to share the least possible information possible to try and protect your privacy.

Why we need to collect it

We want to give you the best experience we can in the air and provide you access to our inflight Wi-Fi services if you request it. To provision inflight Wi-Fi we need to collect information from you so we can give you the inflight Wi-Fi services you requested and paid for. We may also collect information relating to your use of inflight Wi-Fi so we can monitor the our service and continue to improve it in the future and show you special offers we think you might find interesting and relevant.

What we collect

To provision your inflight Wi-Fi access, we need to collect your name, email address and credit card details. We also need to record your device MAC address, session ID and flight number. We will also record your Airpoints membership if you give it to us. We also collect your booking reference in case you have a query with us later, such as requesting a refund, and may also record what pages you visit and your online behaviours when you visit any of our websites using cookies.

For more information about what we information we collect, please check our inflight Wi-Fi's terms and conditions. You can restrict some of the information we collect when you browse from your device by changing your cookie preferences. To learn more, see our cookie policy.

How we use it

We use most of the information you provide us to process and provision you access to our inflight Wi-Fi. We use information about your use of our inflight Wi-Fi so we can continually improve our inflight Wi-Fi services, provide our customers relevant offers and content, and inform our sales and advertising operations. We share some of this information with our trusted third parties so they can provide relevant content on our website.

What we share

We need to share some information about who you are and the device you are using to our third party service providers who assist us in processing your payments for inflight wifi and provisioning your wifi access.

We share information about your use of our inflight Wi-Fi services with a number of our trusted third-party marketing agencies so we can provide you offers that we believe you might interested in. We may also share information with sales, marketing and research agencies so we can better understand your online behaviour and ensure our inflight Wi-Fi capabilities meet your needs. When we do this, we try to de-identify and aggregate your information as much as possible to protect your privacy.

It is possible we may need to disclose some information to meet any legal obligations we may have to any airport and aviation security agencies, law enforcement bodies or government agencies. When this happens, we are careful to make sure that this is both lawful and necessary.

Why we need to collect it

We want to provide the best possible travel experience we can. That includes catering to your special dietary and medical requirements where we can by providing appropriate meals. In order to this we need to collect information which may be sensitive to you and reveal information relating to your dietary requirements, religious beliefs or medical needs.

What we collect

We try to ask for as little personal and sensitive as possible while still being able to help you. This means we will collect information relating to the special meals that you require. We may also collect any information relating to your dietary or medical requirements or beliefs that you provide us.

How we use it

We only use this information to help you and provide you the special meals or assistance you request. We may also analyse this information to inform our operations whether we should change or expand some of our menus in order to better cater to our customers' requirements. When we do this, we try to de-identify and aggregate your information as much as possible to protect your privacy.

What we share

We may need to share information relating to your special meals with some of our trusted parties in order to facilitate your requests. This includes our partner airlines whom you may have also booked with through Air New Zealand, service providers and our suppliers with your consent.

Why we need to collect it

We want to provide the best possible travel experience we can. That includes catering to your special requirements where we can, such as providing special travel assistance. In order to this we need to collect information which may be sensitive to you and reveal information relating to your dietary requirements, religious beliefs or medical needs.

What we collect

We try to ask for as little personal and sensitive as possible while still being able to help you. This means we will also collect information relating to the special assistance that you require. We may also collect any information relating to your dietary or medical requirements or beliefs that you provide us.

How we use it

We only use this information to help you and provide you the special assistance you request. We may also analyse this information to inform our operations whether we should change or expand some of our services in order to better cater to our customers' requirements. When we do this, we try to de-identify and aggregate your information as much as possible to protect your privacy.

What we share

We may need to share information relating to your special requests with some of our trusted parties in order to facilitate your requests. This includes our partner airlines whom you may have also booked with through Air New Zealand, service providers and our suppliers with your consent.

Why we need to collect it

We want to give you the best experience we can online, on the ground and in the air. We collect your information about you in our surveys so we can better understand your travel experience and feedback and use this to improve our services and operations so we can provide you a better service next time.

What we collect

Our surveys can vary. We give our passengers the opportunity to complete a short survey about your experience with us while you are in the air. These surveys ask for your feedback about our lounges, crew, facilities, services and products. We might also ask you to disclose what age and income bracket you are in, gender, ethnicity, your closest airport, how long you have been in New Zealand and whether you want to be in the draw for a prize – if yes, we also need your email in case you are the winner. We will only collect your survey responses with your explicit consent. So, if you do not want to share this information then you don’t have to.

How we use it

We use survey results and analysis to inform our internal operations and customer services so that we can continuously improve and provide you a better travel experience next time you fly Air New Zealand, as well as a more relevant range of goods and services.

What we share

With your consent, we may share your survey responses with sales, marketing and research agencies to analyse survey results. But, we try hard to collect only what we need and to de-identify and aggregate your information as much as possible to help protect your privacy. We also try our best to only share the subsets of information we are interested in for analysis.

Why we need to collect it

We want to provide you an enjoyable travel experience and help transport you around the world. We may record your interactions with our air crew, including any compliments, complaints or concerns you raise, or any incidents which involve you or those you are travelling with.

What we collect

In addition to your interaction with air crew, compliments, complaints, concerns or incidents which involve you or those you are travelling with, we may collect your name, contact details (e.g. phone, email) and any other information if you provide it to us, such as who were travelling with and your flight details.

How we use it

We use this information within Air New Zealand so we can understand your experience with us in the air and look for opportunities to improve our services. We may also use your contact information to contact you about your interactions with our air crew, compliments, complaints, concerns or any incident which involve you or those you are travelling with.

In the event that we believe you or those you are travelling with may disrupt your those around you on your next flight or may be a danger to other passengers or employees, then we may share this information with our partner airlines, airport and aviation security, law enforcement bodies or other government agencies if we believe this is necessary.

What we share

We don't share information about your interactions with our air crew, compliments, complaints, concerns or any incident which involve you or those you are travelling with anyone outside of Air New Zealand unless we need to. It is possible we may need to disclose some information to meet any legal obligations we may have or to notify our partner airlines, airport and aviation security or law enforcement bodies or other government agencies if we believe you or those you are travelling may cause a disruption on your next flight or may be a danger to other passengers or employees. When this happens, we are careful to make sure that this is both lawful and necessary.

How we look after and protect your information

Protecting your information

We take privacy extremely seriously and have dedicated privacy and security team to keep your personal and sensitive information safe. We have implemented many physical and IT measures and processes to minimise the risk of unauthorised use or disclosure of information.

We take great care to protect your payment and credit card details and use independently certified encryption technology when processing and storing your credit card payments. Air New Zealand is also PCI DSS compliant.

Our employees receive privacy training and we have built a culture of care around personal information. We also carefully assess third party's privacy risk before partnering with them and use legal contracts to try and keep your information safeguarded.

Please contact us if you would like more information using our online form.

Retention and disposal of your information

We only keep your information for as long as we believe is reasonably necessary. We review our privacy policies regularly, including data retention and disposal, and de-identify and aggregate information wherever possible.

Please contact us if you would like more information using ouronline form.